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Call Centres in the UK: Market Research Report

Market Research • Market Size • Industry Statistics • Industry Analysis • Industry Trends

Call Centres Market Research Report | SIC N82.200 | Apr 2017

Dialling down: Revenue growth is expected to slow in the face of an uncertain economic environment

The Call Centres market research report provides key industry analysis and industry statistics, measures market size, analyzes current and future industry trends and shows market share for the industry’s largest companies. IBISWorld publishes the largest collection of industry reports so you can see an industry’s supply chain, economic drivers and key buyers and markets.

Report Snapshot
Market Share of Companies
Capita Customer Management Ltd Capita Customer Management Ltd market share
Industry Statistics & Market Size
Revenue
£2bn
Annual Growth 12-17
1.7%
Annual Growth 17-22
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Profit
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Employment
62,744
Businesses
714
Industry Analysis & Industry Trends

Revenue has increased over the past five years as the industry has recovered from the effects of the global financial crisis, which caused industry revenue to contract over the three years through 2010-11. However, business confidence has grown for much of the five-year period through 2016-17, driving demand for the industry's services as firms were more willing to spend money on telemarketing services and external customer service solutions. Despite this, the industry has also faced strong competition from offshore call centres, which is expected to have limited revenue growth to some extent. This, in addition to rising regulatory requirements, is anticipated to contribute to falling profit margins over the period. Industry revenue is forecast to rise at a compound annual rate of 1.7%... purchase to read more

Industry Report - Industry Products Chapter

The activities of call centres can be separated into inbound and outbound calls. Under this basic segmentation, inbound calls are the dominant service.

Customer care

Customer care generates the largest portion of industry revenue, accounting for an estimated 57.5% of the total in 2016-17. Customer relationship management has become an increasingly important part of corporate strategies and customer satisfaction is a key area where companies can distinguish themselves. Furthermore, the rise of social media has given customers a platform to express grievances to significant numbers of people. As a result, there has been considerable investment in dealing with customers' concerns. The most common way for customers to contact businesses is via call centres. Thi.. purchase to read more

 


Industry ProductsRelated ReportsTable of Contents

What is the Call Centres Industry?

Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. The industry only includes outsourced work.

Industry Products
Customer careTechnical assistanceCustomer acquisitionChasing arrears
 
Industry Activities
Answering calls and relaying messagesProviding technical assistanceHandling complaintsConducting telemarketingVerifying addressesPlacing orders


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